Predictive Modeling from Customer Interaction Analysis

Abstract

Systems and methods of predictive modeling of customer interaction content data include the collection of customer interaction content data. The collected customer interaction content data is analyzed to create structured data. At least one predictive analysis algorithm is applied to the restored data. At least one prediction of an outcome is produced based upon the application of the predictive analysis algorithm. At least one automated response is generated to the at least one prediction.

What is claimed is: 
     
         1 . A method of predictive modeling of customer interaction content data, the method comprising:
 collecting customer interaction content data;   analyzing the collected customer interaction content data to create structured interaction content data;   applying at least one predictive analysis algorithm to the structured data;   producing at least one prediction of an outcome based upon the application of the at least one predictive analysis algorithm to the structured data; and   generating at least one automated response to the at least one prediction.   
     
     
         2 . The method of  claim 1 , wherein the customer interaction content data comprises at least interaction recordings. 
     
     
         3 . The method of  claim 2 , wherein the customer interaction content data further comprises transactional data. 
     
     
         4 . The method of  claim 3 , wherein the customer interaction content data further comprises desktop analytics and customer feedback surveys. 
     
     
         5 . The method of  claim 1 , further comprising:
 accessing, speech analytics, text analytics, and process analytics; and   applying the speech analytics, text analytics, and process analytics to the collected customer interaction content data to create the structured interaction content data.   
     
     
         6 . The method of  claim 1 , further comprising identifying at least one emerging trend from the structured interaction content data. 
     
     
         7 . The method of  claim 1 , wherein the at least one prediction of an outcome comprises a prediction of a customer action, and the automated response comprises a guidance message directed to a customer service agent. 
     
     
         8 . The method of  claim 7 , wherein the at least one prediction of an outcome further comprises a prediction of an employee action and a prediction of a business outcome and the at least one automated response comprises a notification directed to a management personnel, the method further comprising:
 in response to a prediction of a customer action, automatedly venerating a guidance message at a computer workstation of the customer service agent; and   in response to a prediction of an employee action or a business outcome, generating a reporting message at a computer workstation of a management personnel.   
     
     
         9 . The method of  claim 1 , wherein the at least one predictive analysis algorithm defines a normal customer service interaction, and the application of the at least one predictive analysis algorithm to the structured data identifies an abnormal customer service interaction in the structured data. 
     
     
         10 . The method of  claim 1 , wherein the at least one predictive analysis algorithm defines a likelihood of a negative outcome, and the application of the at least one predictive analysis algorithm to the structured data identifies a likelihood of the negative outcome in the structured data. 
     
     
         11 . A method of predictive modeling of customer interaction content data, the method comprising:
 collecting customer interaction content data;   analyzing, the collected customer interaction content data to create structured interaction content data;   deriving at least one predictive analysis algorithm from the structured interaction content data;   applying the at least one predictive analysis algorithm to as real time stream of customer interaction content data acquired from an interaction between a customer and a customer service agent; and   presenting at least one intra-interaction analysis at a workstation for the customer service anent.   
     
     
         12 . The method of  claim 11 , wherein the customer interaction cement data comprises interaction recordings, transactional data, desktop analytics, and customer feedback surveys. 
     
     
         13 . The method of  claim 12 , further comprising, applying speech analytics, text analytics, and process analytics to the collected customer interaction content data to create the structured interaction content data. 
     
     
         14 . The method of  claim 13 , further comprising, sorting the structured interaction. content data, wherein the at least one predictive analysis algorithm is derived from the sorted structured interaction content data. 
     
     
         15 . The method of  claim 14 , further comprising:
 selecting the structured interaction content data from the interaction recordings as selected data;   sorting the selected data based upon the transactional data to identify the selected data that is correlated to a particular outcome in the transactional data as identified data; and   deriving the at least one predictive analysis algorithm from the identified data.   
     
     
         16 . The method of  claim 14 , wherein the transaction data comprises cancellation of service, and the identified data comprises structured data from interaction recordings correlated to cancellation of service. 
     
     
         17 . The method of  claim 14 , further comprising, selecting the structured interaction content data from the desktop analytics as the selected data. 
     
     
         18 . The method of  claim 14 , further comprising sorting the selected data based upon the structured data from the customer feedback surveys to identify the selected data that is correlated to a particular outcome in the customer feedback surveys as the identified data. 
     
     
         19 . The method of  claim 11 , wherein the at least one intra-action analysis is an automated guidance to the customer service agent, and further comprising:
 generating a predicted outcome from the application of the at least one predictive analysis algorithm to the real time stream of customer interaction content data;   wherein the automated guidance is based upon the predicted outcome.   
     
     
         20 . A system for predictive modeling of customer interaction data, the system comprising:
 a computer readable medium upon which customer interaction content data is stored, the customer interaction content data comprising interaction recordings, transactional data, desktop analytics, and customer feedback surveys;   a processor communicatively connected to the computer readable medium upon which the customer interaction content data is stored, the processor analyzes the customer interaction content data to create structured data and applies at least one predictive analysis algorithm to the structured data to result in at least one customer prediction, at least one employee prediction, and at least one business prediction, the processor creates at least one customer response from the customer prediction, at least one employee response from the employee prediction, and at least one business response from the business prediction;   a first workstation comprising a graphical display, the graphical display operated by the processor to automatedly present the customer response; and   a second workstation comprising a graphical display, the graphical display communicatively connected to the processor and configured to present the employee response and business response.